Helpdesk Specialist (Shift duties required)

Job Scope

Responsible in handling internal and external calls from the users regarding IT incidents or service requests;

Responsible to provide 24x7 remote support to users on various client devices and gaming / non-gaming systems;

Continuous improvement to achieve higher rate of first call resolution;

Ensuring proper documentation, notification, escalation, tracking, and follow up of all incidents/service request;

Handle user access administration on various systems which had been delegated;

Continuously to build up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service;

Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce number of reported problems;

Follow-up with users to ensure satisfaction;

Recommend modifications to existing or new SOPs that will improve the overall operation;

Requirements

1-2 years of relevant IT helpdesk/enterprise remote support experience required;

Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platform;

Proficiency with Windows 7/XP/2000;

Possess strong experience in hardware and software troubleshooting;

Experience in Micros-Fidelio Opera PMS and POS application will be an added advantage;

Education

Bachelor’s Degree or equivalent relevant qualifications;

Preferred Certification: ITIL, MCSA, MCSE;

Skills

Ability to communicate effectively in English and Cantonese/Mandarin;

Good listening skills & customer service expertise;

Ability to work as part of a team to accomplish common goals;

Log, troubleshoot, and track problems to a successful conclusion;